ABSA loosing documents.

My bond was registred in 1998 and ABSA do not pay out untill all documentation are in place. Shortly thereafter ABSA phoned me that they do not have confirmation of my insurance on my house, so I sent it again. A year back again and now again. So they blocked me from transferring money from my bond flexi account untill receive of insurance information. Yesterday I send it AGAIN. I feel ABSA is loosing important information and make it the clients problem. Is ABSA becomming *********** to deliver proper service and handle valuable documentation?